Policies

Return Policy

Every rug and mat we make is custom-decorated and cut to order from your approved artwork and measurements. For that reason, all sales are final — we do not accept returns, refunds, or exchanges on custom orders.

Our production guarantee

We stand behind our work. If your order arrives defective or does not match the mockup you approved, we will remake or replace the affected pieces at no cost to you. That covers manufacturing and decoration errors on our end — a mis-cut size, a backing that fails, artwork printed off the position you signed off on. It is a production guarantee, not a return: it does not cover a change of mind, ordering the wrong quantity, measuring a doorway incorrectly, or artwork that was approved and then reconsidered.

Why the free mockup matters

The free mockup-and-approval step exists precisely so there are no surprises. Before anything is cut or dyed, you see your artwork laid out on a scaled template with exact dimensions, artwork position and color chips marked, and you can revise it as many times as you need at no charge. Production only starts once you approve, which is what lets us keep turnaround fast and the minimum at just 12 pieces on fully custom goods.

Normal transit settling

Rugs and mats ship rolled rather than folded, and it is normal for a piece to have a slight curl at the corners when it comes out of the wrap. Lay it flat with the curl facing down, weight the corners overnight, and it settles within a day or two. That is expected transit behavior rather than a defect, so please give a new piece a couple of days on the floor before reporting it.

Reporting an issue

If something isn’t right, contact us within 10 days of delivery with your order number and photos of the issue, taken from standing height so we can see what you see. Email george@getcustomrugs.com or text (929) 605-4397 and we’ll make it right.